Branch Service Leader: Elevate Customer Experience

uobgroup

Batu Pahat

On-site

MYR 120,000 - 160,000

Full time

8 days ago

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Job summary

United Overseas Bank (Malaysia) Bhd, in Batu Pahat, seeks a Branch Service Manager to oversee branch operations and service quality, ensuring a seamless customer experience while complying with bank policies and regulatory requirements.

You will lead the service team, manage transactions, cash handling, and collaborate with sales and lending to achieve branch objectives. Strong leadership, AML/KYC knowledge, and customer-focused service are essential.

Qualifications

Bachelor's degree in Business Administration, Finance, Banking, or a related field.
Minimum of 5 years of experience in branch operations or customer service within the banking industry, with at least 2 years in a supervisory or managerial role.
Proven track record of managing and leading a team to achieve service excellence.
Strong understanding of banking products, services, operational procedures, and regulatory requirements (e.g., AML, KYC).
Excellent communication, interpersonal, and problem-solving skills.
Demonstrated ability to manage multiple priorities and work effectively under pressure.
Proficiency in using banking software and Microsoft Office Suite.
Customer-focused with a strong commitment to delivering exceptional service.

Responsibilities

Lead and manage the branch's service team, including tellers and customer service officers, fostering a high-performance and customer-centric culture.
Ensure the efficient and accurate processing of all customer transactions, including deposits, withdrawals, transfers, and bill payments.
Oversee the management of cash and other negotiable instruments within the branch, ensuring compliance with internal controls and security protocols.
Monitor and analyze branch service metrics, identify areas for improvement, and implement strategies to enhance customer satisfaction and operational effectiveness.
Handle and resolve complex customer complaints and inquiries, escalating issues when necessary to ensure timely and satisfactory resolutions.
Ensure strict adherence to all banking policies, procedures, compliance regulations, and internal controls to mitigate risks.
Conduct regular staff training and development to enhance service skills, product knowledge, and operational proficiency.
Collaborate with other branch departments (e.g., sales, lending) to support overall branch objectives and customer relationship management.
Prepare and submit operational reports, including service performance, incident reports, and compliance reviews, to management.
Participate in internal and external audits, ensuring all documentation and processes are in order.